In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers:
What is Workforce Optimization?
Flexible scheduling and on-call
Forecasting agent demand
Performance Analytics and KPIs for individual agents
Using external learning resources for agents

For more information, see:
Product documentation: Workforce Optimization for ITSM
Community blog: Workforce Optimization for ITSM - Rome features
Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM
Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning

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In this episode, product manager <a href="https://community.servicenow.com/community?id=community_user_profile&amp;user=4d4152e5db981fc09c9ffb651f96194c">Niki Patel </a>talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today&rsquo;s distributed workforce. This episode covers:
<ul>
<li>What is Workforce Optimization?</li>
<li>Flexible scheduling and on-call</li>
<li>Forecasting agent demand</li>
<li>Performance Analytics and KPIs for individual agents</li>
<li>Using external learning resources for agents</li>
</ul>
For more information, see:
<ul>
<li>Product documentation: <a href="https://docs.servicenow.com/bundle/rome-it-service-management/page/product/itsm-manager-workspace/concept/workforce-optimization-itsm.html">Workforce Optimization for ITSM</a></li>
<li>Community blog: <a href="https://community.servicenow.com/community?id=community_blog&amp;sys_id=0478dd26dbbe7cd080073ca8f4961915">Workforce Optimization for ITSM - Rome features</a></li>
<li>Community article: <a href="https://community.servicenow.com/community?id=community_article&amp;sys_id=453ad6e11b3e7890d01143f6fe4bcbe3">Managing on-call and normal workshifts in Workforce Optimization for ITSM</a></li>
<li>Community article: <a href="https://community.servicenow.com/community?id=community_article&amp;sys_id=16eda1c51bb63850c552c8031d4bcbf2">Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning</a></li>
</ul>
Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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ServiceNow TechBytes brings you ServiceNow experts with an inside look at our products - tech insights, best practices, new features, tricks and tips, and more. Join us here for the inside scoop, and join the conversation in the ServiceNow Community.

ServiceNow TechBytes brings you ServiceNow experts with an inside look at our products - tech insights, best practices, new features, tricks and tips, and more. Join us here for the inside scoop, and join the conversation in the ServiceNow Community.

ServiceNow TechBytes is a Podcast Program hosted …

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